FAQ
Short answers to common questions, each with a link to the page that explains more.
Short answers to the questions people ask most. Each answer links to the page with the full details.
Orders and payments#
Why don't my sales totals match my order counts? Sales totals count completed orders only. Most order counts include every status. Metric definitions explains each number.
Why can't I edit this order? An order can only be edited while it is Pending or Confirmed. After that, changes are made with returns and refunds, so your records stay correct.
Can I undo a cancelled order? No. A cancelled order is kept as a record only. Its stock, store credit and discount uses are given back when it is cancelled. Create a new order instead.
The items in a pending order sold out before I confirmed it. A Pending order does not hold stock. Stock is only taken when you confirm the order.
Why can't I take more money on this order? If the order changed after its invoice was issued, the order page shows a warning at the top. Click Reissue invoice, then record the payment.
The customer paid too much after I edited the order. The order shows Refund due. Refund the excess as cash or as an adjustment. The order cannot be completed until you do.
Can I sell 2.55 kg of something? Yes, if the product allows it. Open the product and turn on Allow fractional quantities. Products added by CSV import start with this turned off.
Why is my discount not applying? Discounts have rules, such as dates, a minimum spend or chosen customers. See How discounts work. Discounts also need a plan that includes them. See Plan capabilities.
A customer says their invoice link shows "Invoice Not Found". The link is usually incomplete, often because a chat app cut it short. Send the link again and share the whole link.
Stock and products#
Why can't I delete this product, or unlink it from a store? It still has stock. Adjust the stock to zero with the right reason first. You can also mark the product out of stock and keep its history.
Why can expired stock still be sold? The app does not block expired stock. It sells the batch that expires first, and shows expiring stock so you can act on it. See Batches and expiry. Write off or quarantine what you should not sell.
Can I update existing products with the CSV import? No. The import only creates new products. Use bulk edit to change products you already have. See CSV templates.
Team and account#
Can I hand the business over to a new owner? Not from the app. There is one Administrator, set when the business signs up, and there is no transfer option.
Why can't a staff member with the Admin role invite staff or create a store? Those actions use the seats the business pays for, so they are for the Administrator only. No role unlocks them.
A staff member shows "Suspended" and I cannot enable them. The platform switched the account off, for example after a downgrade or an unpaid add-on left no seat for it. You cannot turn it back on yourself. See Staff and seats.
Two records exist for the same customer. Can I merge them? No. Keep the record with the order history and deactivate the other one.
A customer opened their profile link but was asked for a code. The link proves only the email address it was sent to. If the customer uses a different address, they must verify it with a code.
Plans and billing#
Will a downgrade delete my data? Your orders, products, customers and invoices are kept. Stores and staff above the new plan's seats are switched off. If the new plan does not include stock history or the activity log, those records are removed after a grace period. Export them first if you need them. See Upgrading and downgrading.
Why does the app suddenly say a feature "is not available on your current plan"? A downgrade has taken effect, or a payment problem has restricted the account. The Billing page shows which.
I disabled a store. Why am I still charged for its seat? Disabling a store frees its seat for another store. The seat itself is still paid for until you remove it on the Billing page. See Seats and add-ons.
Can I change the currency I am billed in? No. Your billing currency is your country's local currency or US dollars, and it is set when you sign up.
Where do I change my card or download invoices? In the billing portal, which you open from Billing. SellerTower does not store your card.